The importance of customer culture – an interview with Chris Brown

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. We’ve all seen social media posts from unhappy customers go viral- these posts can have a detrimental effect on your brands reputation and your [...]

By |2018-01-22T14:27:33+00:00January 22nd, 2018|CX Professionals|0 Comments

Customer Happiness: the story of the Gulf Customer Experience Awards

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. So as I boarded my flight to Dubai [...]

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I [...]

Customer Experience – Kyoto-style: By Beth Richardson

Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less [...]

By |2017-12-11T13:52:03+00:00December 11th, 2017|Customer Journeys, CX Professionals, Travel|2 Comments

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has [...]

By |2017-12-05T07:23:39+00:00December 5th, 2017|CX Measurement, CX Professionals|6 Comments

Put Your Customers Second – an interview with James Dodkins

In 2018, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By |2017-12-01T11:53:17+00:00December 1st, 2017|CX Leadership, CX Professionals, CX Reviews|0 Comments

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do [...]

By |2017-11-30T06:43:49+00:00November 30th, 2017|CX Leadership, CX Professionals, CX Strategy|0 Comments

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, 'What Does it Take to be a Customer Experience Professional'. It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND [...]

By |2017-10-16T16:46:52+01:00October 16th, 2017|CX Professionals|2 Comments

Customer Experience 2017 Reality Check – Evolution or Revolution?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On the 3rd October 2017, the world will once again celebrate [...]